After Service and Quality Assurance Coordinator
Location: North Vancouver, British-Columbia
Type: Full Time / In-Person / Monday to Friday (8 hours/day)
Salary: $50,000 - $55,000 per year
The After Service and Quality Assurance Coordinator is responsible for providing timely and professional support to dealers and customers by handling warranty inquiries and processing warranty claims. This role serves as a primary point of contact by phone and email, ensuring claims are reviewed accurately and resolved efficiently while delivering a high level of customer service.
Report to: After Service and Quality Assurance Coordinator
Responsibilities:
· Respond to dealer and customer inquiries by phone and email in a professional, timely, and courteous manner.
· Assist dealers in resolving product quality concerns, warranty claims, and technical inquiries.
· Review, evaluate, and process warranty claims in accordance with company policies, determining the appropriate resolution for each case.
· Troubleshoot mechanical and technical issues related to bicycles and e-bikes, providing guidance and support to dealers as needed.
· Coordinate the shipment of replacement parts or products for approved warranty claims and manage the return and inspection of defective components.
· Maintain accurate customer, dealer, warranty, and service records, ensuring all transactions and documentation are complete and accurate.
· Communicate warranty decisions and provide regular updates on claim status to customers and dealers.
· Collaborate with Customer Service, Sales, Warehouse, and Product teams to resolve customer issues efficiently and deliver an exceptional customer experience.
· Provide dealers with product information, warranty coverage details, and technical support to help resolve questions and concerns.
· Proactively identify and communicate recurring product quality issues and warranty trends to the appropriate internal departments.
· Coordinate and implement product rework projects, service campaigns, and recall initiatives if required.
· Effectively prioritize and manage a fluctuating workload while meeting service expectations and response timelines.
· Assist with the annual physical inventory count and other operational or warehouse-related activities as required.
· Perform other duties and responsibilities as assigned by Giant Management.
Qualifications
- Minimum of 2 years of experience in customer service, warranty, technical support or a related role.
- Strong mechanical aptitude and knowledge of bicycles and e-bikes with experience in the cycling industry is preferred.
- Excellent verbal and written communication skills with the ability to build positive relationships with dealers and customers.
- Strong problem-solving and decision-making skills, with the ability to assess warranty claims and recommend appropriate resolutions.
- Highly organized with strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
- Proficient with Microsoft Office (Outlook, Excel, and Word) and comfortable learning ERP systems.
- English and French speaking is considered a strong asset.
- Ability to work independently while collaborating effectively with cross-functional teams.
- Demonstrated commitment to providing outstanding customer service and maintaining a professional attitude.
- Ability to lift up to 25 kg (55 lbs) occasionally and perform light warehouse duties when required.
What we offer
· Competitive industry salary ranging between $50,000 - $55,000 (Annual Salary)
· Annual bonus eligibility based on company and individual performance
· Comprehensive benefits package. Health Insurance - Medical, Dental, Vision, Disability and a company supported Pension Plan
· Paid time off
· Opportunities for professional development and career growth in the cycling and outdoor industries
· An inclusive and dynamic team culture that values creativity, collaboration, and innovation
· Access to cycling-related perks, such as Employee Purchase Program, company-sponsored events, team cycling activities and Bike To Work Incentive
A little bit about us!
Giant Group Canada is the Canadian division of the global Giant Group brand—Giant, Liv, Momentum, and CADEX—the world’s largest bicycle manufacturer. Based in North Vancouver, British Columbia, we oversee distribution, sales, and retailer support nationwide. Join our team and be part of a company that is shaping the future of cycling, bringing high-quality products to passionate riders and contributing to a healthier, more sustainable world.
Giant Group Canada is committed to fostering a diverse and inclusive workforce. We strive to maintain an environment of equity in every aspect of employment—from recruitment and compensation to benefits and beyond. Creating a workplace where all employees feel valued and supported is a top priority.
If you think you would be a great fit for our team, please forward your resume and cover letter to: [email protected]
Pay: $50,000.00-$55,000.00 per year
Work Location: In person
